A-z claim 'Not received' but tracking confirms
Sold a used fitness watch some time ago. First time of sending, she refused the delivery (she said they never tried) and it got returned to me. She then asks to send to an alternative address which I did do, tracking shows delivered mid-July. Only email from her since was after it arrived and she said the clasp was loose. I said she could return it if unhappy but never heard back from her until today, a month later, when she files an A-z claiming ‘item not received’!
Ok, so first off she filed for the wrong reason as tracking and Amazon message clearly proves she received it. However, in the notes for her claim, she then states she returned it, but never received a refund! Well, she’d never filed a returns request so not sure how she knew where to have returned it to. Aside from that I’d asked her foir the tracking number (item value of £185) but she has not responded at all so am now suspecting this is a potential scam.
ok, so below is what I propose to send in response to her claim. Perhaps someone could just look it over to see if it’s all ok before I send:
1) item was originally refused by buyer (refer Royal mail tracking number xxxxxxxxxxxxxxxx https://www.royalmail.com/track-your-item#/tracking-results/xxxxxxxxxxxxxxx
2) buyer requested item be re-sent to a different address (refer Royal mail tracking number xxxxxxxxxxx https://www.royalmail.com/track-your-item#/tracking-results/xxxxxxxxxxx) - confirms delivered 25 july
3) email correspondence from buyer on 10 August confirms item was delivered
4) buyer states in claim that the item has been returned but this has never been received and buyer has not provided a tracking number
Given the above, the buyer has abused the A-z claims procedure to claim for an item has not been received when it clearly has been. If the buyer wishes to return the item, she needs to follow Amazon policy and send a Returns request. Please therefore close this invalid claim. Thanks.
5 replies
Seller_EJIX7rqDNQJi2
I am sorry, but you shouldn’t have ever shipped the order to a different address, especially following a refusal of the first package.
You already made the same mistake last year and I don’t understand why would you do it again:
As you know, you are not covered under the A-Z guarantee and Amazon will see that the order was delivered to a different address.
But you can still try responding and turning it into a return issue by mentioning that you will refund the buyer as soon as the item will get returned back:
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The items, which I shipped were exactly as described in the listing. The shipment can be tracked on this link: (link to online tracking showing delivery and signature). According to the order’s tracking information, the package was delivered to the correct address on (date) and signed by (name). The buyer contacted me and acknowledged receipt of the merchandise on (date) and requested a return on (date). The return was authorized immediately, however nothing was returned and no tracking number provided. Please close this claim since the order was already delivered and the item wasn’t returned back. Thank you.”
Seller_bhSWqoVh7Pn98
I would not mention anything at all about delivery addresses, only send to an alternative address if you can afford to lose the money, which a £185 item I’d never do. If something like a £2 lead or a £3 book, up to you, but even then I’d refund when received back, you can deduct the return postage cost, and tell the Buyer to reorder with the new address.
Now for this A-Z Claim, ignore everything to do with its shipping, as they received the item. Instead, quote where the Buyer states that they have the item, and the clasp is an issue. Give date and time of the email to you (I assume this was an Amazon email, but quote the EXACT words anyway, so A-Z can see info).
Then, also quote the same for when they said they returned the item to you (that way obviously they received the item, so nothing to do with address changes etc need to be mentioned).
Then, say once received back you will refund the item as per policy, so if received back not as sent, you will deduct a percentage.
Usually as over 30 days, you can defend not to refund, but to repair, but as you sent to a different address, I’d ignore that if I were you.
Inform, item NOT received back, and ask A-Z to get the Buyer for name of courier used to return and tracking number. Inform if lost in transit, the Buyer needs to claim for loss from the courier they used.
Good luck, but you may lose if they track to the wrong address
